Live Chat Scripts and Templates: 30+ Ready-to-Use Replies for Customer Service
Bugalou Platform
Discover what Bugalou can do for you
Everything you need for great customer service — in one platform
Everything you need for great customer service — in one platform
Good customer service starts with the right words. Whether you communicate via live chat, WhatsApp, or email — ready-made scripts save your team time and ensure consistent, professional responses. Here are 30+ templates you can use right away.
Adapt the scripts to your own brand tone — formal or informal, with or without emojis.
Standard greeting (live chat)
"Hi! 👋 Welcome to [Business Name]. How can I help you today?"
Proactive greeting (visitor has been on a page for a while)
"Hi! I can see you're looking at our [product name/page]. Can I help you with anything?"
Returning customer
"Welcome back, [name]! Great to speak with you. How can I help?"
Outside opening hours (automated)
"We're currently closed, but your message is saved. We'll get back to you as soon as possible during our opening hours: Mon–Fri 9:00–17:30."
Waiting message (agent is busy)
"Thanks for your patience — I'll be right with you. Just one moment."
Requesting order status
"Let me look that up for you! Could you give me your order number? It'll be in the confirmation email you received."
Order delayed
"I understand how frustrating that is. Unfortunately your order has hit a small delay with the carrier. The new expected delivery date is [date]. I've noted this for you — if it runs further behind, just let us know."
Order not yet shipped
"Your order is still being processed and will be shipped today/tomorrow. You'll receive an email with the tracking code as soon as your package is on its way."
Package lost
"I'm sorry to hear your package hasn't arrived. I'm opening an investigation with the carrier right away. That takes up to [X] working days. In the meantime, I'll send you a replacement — is the address still the same?"
Explaining the return process
"No problem! You can return your order within [X] days of receipt. Fill in our return form at [link] and include the packing slip. We'll process the refund within 5 working days of receiving it."
Exchange
"Of course! You can exchange the item for a different size or colour. Send the item back via the return process and reorder the size you want. Would you like me to place the new order for you?"
Defective product
"I'm sorry about that! Could you send a photo of the defect? I'll arrange a replacement or refund straight away — which would you prefer?"
Outside return period
"Unfortunately your [X]-day return window has passed. As an exception, I can offer [solution]. I hope that works for you — shall I arrange that?"
Acknowledging a mistake
"You're absolutely right, and I'm genuinely sorry this happened. This isn't the experience we aim for. I'll make sure this gets resolved right away."
Complaint received, solution to follow
"Thank you for sharing this with us — feedback like this really helps us improve. I'm looking into this now and will get back to you within [X] hours with a solution."
Offering compensation
"As a gesture of goodwill, I'd like to offer you [discount/free shipping/gift voucher] on your next order. I hope that helps rebuild your trust in us."
Escalating to a manager
"I understand you'd like to speak with a manager. I'm forwarding this right now. You'll hear from us within [X] hours — is that okay?"
Product out of stock
"Unfortunately this item is currently out of stock. Would you like me to notify you when it's available again? I can send you an alert by email or WhatsApp."
Product specifications
"Great question! [Answer to question]. Do you have any other questions about this product, or would you like to check a specific size or colour?"
Pricing question
"The price of [product] is [amount], including VAT. Shipping costs are added on top if the order is below the [free shipping threshold]. Can I help you with anything else?"
Payment failed
"Sorry about that! A failed payment can have several causes. Try again with a different payment method, or contact your bank. If it still doesn't work, I'm here to help."
Requesting invoice
"I'm sending your invoice to [email address] right now. If you don't receive it within 10 minutes, please check your spam folder too."
Positive closing
"Great that I could help! If you have any more questions, we're always here. Have a wonderful day! 😊"
Closing after resolution
"Glad that's sorted. If there's anything else, you know where to find us. All the best!"
Closing with follow-up
"I'm sorting this for you now. You'll hear from us within [X working days]. If you have questions in the meantime, feel free to reply to this conversation."
After an unhappy customer
"Once again, my apologies for the situation. We're doing everything we can to make it right. Thank you for taking the time to reach out."
In Bugalou, you can save scripts as quick replies (snippets). Type a slash command in the inbox to insert them instantly — no copying and pasting. This way, your whole team always has access to the same approved replies.
Founder of Bugalou and e-commerce entrepreneur. As a business owner, I noticed that customer service tools were either unaffordable or so complex you needed an IT department. That frustration led to Bugalou.